CLARITY Wednesday: Customer Service in Focus

Did you know that after more than one bad experience, around 80% of consumers say they would rather do business with a competitor?

Customer sentiment towards the “traditional” models of customer service are so negative that 1/3 of consumers say they would “rather clean a toilet” than speak with customer service!

3 Customer Service Facts Worth Considering:

• The past five years have marked the beginning of the “age of the customer,” in which technology and economic forces have put customers in control of their interactions with businesses.
• 32% of customers said they would walk away from a brand they love after even a single bad experience.
• Businesses hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves re-aligning and investing in new technology and business models with a specific focus on the customer.

Assess the Value of Customer Service to Your Organization

U.S. companies lose more than $62 billion annually due to poor customer service. Americans tell an average of 15 people about a poor service experience, versus the 11 people they tell about a good experience.

What value do you place on enhancing customer service initiatives to ensure that historical information is readily available to your customer service team and to make certain that your customers feel valued and heard?

Determine Your Organization's Related Pain & Frustration

In order to fully assess your level of pain (and frustration!) it’s helpful to know where you want to be. So…what does good look like?

A low pain example of Customer Service would be: Our customer support system is not at all limited by time zones, access points, issue escalation options, poor voice environments, poorly trained service team or the visibility of issue status, order/shipping information, payment or account balance information. Our company is always seen in a positive light, and we rarely experience customer frustration.

What is your organization's level of pain as it relates to Customer Service?

The CLARITY Assessment?

In the CLARITY Assessment? we focus on 7 key company objectives. Above, we touched on Customer Service, which is one of 5 categories related to the broader objective of Customer Relations:

For a deeper look, you’re invited to take the CLARITY Assessment?, to identify your priorities and highest ROI in your company’s own digital transformation journey.

Learn more here. Or if you’re ready to take the assessment, start here.